Job Role
Sr. Technical Customer Success Analyst
We are looking for a highly skilled and experienced Sr. Technical Customer Success Analyst to join our team.
The ideal candidate will have a strong background in technical support, excellent analytical and problem-solving skills, and the ability to communicate complex technical information to non-technical stakeholders.
The primary responsibility of this role is to provide exceptional customer service, troubleshoot technical issues, and work closely with cross-functional teams to resolve complex problems.
* Main Responsibilities:
* Troubleshoot technical issues and provide timely solutions via case updates, calls, or screen-sharing sessions.
* Monitor the Global Support queue and accept Salesforce cases in priority sequence.
* Review case priority and maintain strict adherence to SLA requirements based on severity and impact.
* Escalate or re-route cases to appropriate Tier 2 or Tier 3 teams after thorough investigation while maintaining SLA compliance.
* Document and submit solutions to the knowledge base with complete technical and procedural details.
* CLOSE CASES WITH ACCURATE AND COMPREHENSIVE RESOLUTION DOCUMENTATION.
Technical Skills
* Key Competencies:
* Expert-level understanding of Chrome Developer Tools (Inspector) for web application analysis.
* Proficiency in API testing and validation using tools such as Postman or cURL.
* Knowledge of IIS and SSL diagnostics to investigate and resolve Windows Application Server issues.
* Understanding of database backups, migrations, and SQL troubleshooting using SQL Server Management Studio (SSMS).
* Experience with network tracing tools (e.g., Wireshark, Fiddler) for diagnosing connectivity, latency, or certificate-related issues.
* Log analysis across web, application, and system logs to identify root causes of performance or access issues.
What We Offer
* A dynamic and collaborative work environment.
* Ongoing training and professional development opportunities.
* A competitive salary and benefits package.